Tech on Toast, The Hospitality Tech Podcast

🎙️ LEADERS SERVICE: Scaling Hospitality with Chaos & ControlA live panel from BrewDog Waterloo featuring hospitality leaders sharing raw insights on growth, culture, and operations.🎤 HOST:Phil Street - Founder, Hospitality Meets Podcast🎯 PANELISTS:Marcel KhanCaroline OttoyMatt BiglandGemma Glasson⚡ KEY TAKEAWAYS:On Managing Complexity:Vision clarity beats speed every time10-15 core processes are enough - don't overcomplicate"Automate the boring, focus on guests"Red lines create space for creativity within structureOn Scaling Systems:EOS (Entrepreneurial Operating System)90-day planning cycles with quarterly "rocks" (goals)Weekly structured meetings: on track = move on, off track = solve itWatch House achieved 26% turnover and 14% 90-day turnover using intentional cultureOn Culture Under Pressure:Clarity > Speed. Always.Right people, right seat - track it weekly"Calmness is a competitive advantage" - MarcelNever compromise on product or people, even when cutting costsOn Leadership Philosophy:"Done is better than perfect" is BS - aim for perfect pizzas (Marcel's hot take)Hire slow, fire fast - but have difficult conversations earlyThe gift of silence: let people fill the space with their own solutionsAccountability charts prevent chaosOn Protecting What Matters:Stay true to core focus (Watch House example: stopped chasing matcha trends)Platform over personality (Blend's brand accelerator model)Communication platforms are critical at scaleAnnual festivals to reconnect everyone to the vision (Wahaca's "Wahaca Fest")💡 STANDOUT QUOTES:"The unreasonable person adapts society to themselves. Therefore all progress is due to the unreasonable person." - George Bernard Shaw (via Matt)"If the CEO can't have a conversation during service, that's the beginning of the end." - Matt"We scale platforms, not personalities." - Matt on food halls"Chaos is fun - but without control, it's carnage." - Gemma"Done is better than perfect? I flipping hate that phrase. I want perfect pizzas." - Marcel📚 RESOURCES MENTIONED:EOS (Entrepreneurial Operating System)"People Dare to Build an Intentional Culture"Insights DiscoveryPeople Analyzer🎯 BIGGEST MISTAKES SHARED:Not hiring the right people at the right time (being too tight on salary)Ignoring values misalignment when too busyNot creating clear accountability charts early enoughGetting lost in detail instead of hovering above the business🔥 FINAL WISDOM:When asked what matters most - people, systems, or purpose?Caroline: People. Vision is irrelevant without the right people.Gemma: All of the above (but especially people + purpose)Marcel: Purpose underpins everything elseMatt: People and purpose togetherPowered by Lightspeed EPOSRecorded live at Service, BrewDog Waterloo, February 10th

What's the difference between a viral moment and a loyal customer base? In this live panel from Service 2026, hospitality marketing leaders from Dave's Hot Chicken, Rolled, Cote, BlackRock, and Kerb reveal why 70% of guests never return, and exactly how to fix it. Forget follower counts. This is about building habits that drive real revenue.Recorded live at BrewDog Waterloo | Powered by LightspeedWhy 70% of first-time guests never come backThe metrics that actually matter (hint: not followers)How to turn hype into sustainable habitsLoyalty strategies that work (and don't require discounts)What to do with £10K in marketing budgetHandling bad reviews like a proThe role of influencers in 2024Why your team is your best marketing assetLaura Reed Marketing Director KERBAnaïs Dixie Brand Manager Côte BrasserieKeyana Mohammadi Head of Marketing Dave's Hot ChickenJJ Miller Marketing Manager RolledRuth Carpenter Sales & Marketing DirectorBlack Rock RestaurantsHosted by: Chris Fletcher - Tech on Toast00:00 - Intro: The 70% problem05:30 - Why hospitality struggles with repeat visits12:45 - Case study: Pizza Pilgrims' 10th birthday pilgrimage (£750K ROI)18:20 - Dave's Hot Chicken: Building hype into lifestyle24:10 - Coates' "Happiest Menu" campaign (100K new app users)29:40 - The metrics that actually matter35:15 - Why follower count is a vanity metric41:50 - Loyalty without discounts: BlackRock's approach48:30 - The £10K question: Where would you spend it?56:20 - Biggest marketing shift for 20241:04:15 - Influencer strategy: Macro to micro cascade1:12:40 - Handling bad reviews1:18:30 - Empowering your team for hospitality excellence🔥 "Don't manufacture loyalty—be worthy of loyalty." - JJ Miller, Rolled🔥 "It costs zero pounds to know your brand." - JJ Miller🔥 "Our job as marketers is to get people in, but if the experience doesn't match what we marketed, they're not coming back." - Anis, Coates🔥 "Shit happens. Sorry. Here's how we're gonna fix it." - Ruth Carpenter, BlackRock🔥 "Don't try too hard—guests can see right through it." - Kiana, Dave's Hot ChickenLightspeed EPOS systemPizza Pilgrims' Naples pilgrimage campaignCoates loyalty appBlackRock's Polaroid fridge magnet strategy#Hospitality #Marketing #RestaurantMarketing #CustomerLoyalty #HospitalityIndustry #FoodAndBeverage #PodcastNotesKey Topics Covered:Featured Guests:Timestamps:Quotable Moments:Resources Mentioned:Connect:

This week’s episode opens with something special: Always Open at Christmas, Tech on Toast’s brand new charity single created by the Hospitality Community & Choir in just 72 hours. All proceeds support Hospitality Action. Stream it, share it, and help spread the message.Then we’re joined by Regan Collins, CEO of Coentric and the team behind Connect a platform tackling one of hospitality’s biggest (and most overlooked) blockers: frontline access to the tools they’re meant to use.Regan shares why giving teams “great tech” isn’t enough if they can’t log in, why adoption stalls when access takes 12 steps, and how “quiet tech” can unlock huge wins across comms, learning, scheduling, HR, and beyond.Why frontline enablement breaks down at the identity and access layerThe hidden cost of clunky logins: “step four and they’re out”Moving from 30% adoption to 98% by removing frictionWhat “one front door” looks like for shifts, leave, learning, and commsWhy generic passwords on paper are still (shockingly) a thingHow better access improves retention, productivity, and belongingReplacing WhatsApp inside organisations (and keeping knowledge in-house)What’s next: facial recognition kiosks, smarter nudges, and AI-powered insightsA practical reminder: demo everything and understand how it works in real lifeCharity single: thehospitalitychoir.orgConnect: connectfrontline.comFind Connect on the Tech on Toast marketplace (look for the big blue “C” logo)If you’re trying to get more from the tools you already pay for, this is a must-listen.

In this episode, Chris Fletcher is joined by Blair Lundie, Head of Business Development at Tayl, a learning management system built with one obsession: ease of use.They dig into why training in hospitality often becomes a tick-box exercise, what good looks like when you want real engagement, and how operators can use learning content to solve genuine business problems, from improving guest experience to reducing early staff churn.You’ll also hear a practical take on personalising induction, making compliance feel less painful, and why involving frontline teams in content creation can massively lift adoption.What you’ll hear in this episodeAn honest look at why compliance training gets treated like a chore, and what to do about itHow Tayl helps operators keep the basics simple: assign, track, complete, repeatWhy personalisation matters just as much in training as it does in CRMHow to build an induction pack that makes new starters feel welcome, not overwhelmedPractical ideas: GM welcome videos, local tips, “how we do things here”, and FAQs that stop managers repeating themselvesWhy relevance drives engagement, especially on high-risk topics like allergensThe trade-off between customising course content and keeping accreditationWhy short, TikTok-style videos made by frontline teams can outperform top-down training contentHow adoption differs by generation, and how to get older cohorts comfortable tooWhat mid-market operators (10+ sites) typically struggle with before switching LMSHow reporting should work in the real world: simple, readable, and actually usedBlair’s view on AI in training: helpful for speeding up content creation, but risky for compliance if accuracy slipsWhat “good” looks like in numbers: 75–85% completion as a common benchmark, and why 85%+ is strongUsing training as a strategic lever: tying learning to Google reviews, service confidence, retention, and early tenure drop-offStandout momentsTraining should start with culture, not compliance: make new starters feel like the company caresThe easiest wins often come from reducing repeated questions and giving staff instant answersGeneric e-learning can tick the box, but real examples from your menu and your operation drive learning that sticksCustomer support and onboarding matter as much as features if you want adoption to lastAbout TaylTayl is a learning management system designed to make hospitality training easy to roll out and easy to complete, with a focus on simple user experience for both deskless teams and managers.Find TaylWebsite: tayl.netConnect with Blair on LinkedIn: Blair Lundy

Reliable connectivity now sits alongside water and electricity for modern hospitality. In this Sky Business–powered episode, Chris sits down with Shona Goodlad (Head of Existing Accounts, Sky Business) to unpack what really happens when you move from “one site” to “thousands of sites”. They talk honestly about why tech projects feel risky, what commonly goes wrong, how strong governance and communication reduce downtime, and why operators should start with the problem (not the product). If you’re planning a rollout in 2026, this is your practical playbook for making change land smoothly across sites, teams, and suppliers.What you’ll learnWhy connectivity is the foundation that enables every other tech decisionHow big rollouts break down (and how to plan for the uncontrollables)The role of governance, comms, and internal ownership in rollout successHow to avoid “speed obsession” and fix the real causes of poor experienceWhat a strong 30/60/90-day post-go-live cadence looks likeHow to align suppliers to business KPIs (loyalty, data, CX, risk)Why operators should bring partners in early to shape the journey, not just quote the priceKey moments00:00–01:20 Sky Business series intro + why “solve the operator problem” beats “sell the product”01:20–03:30 Shona’s background and what her team does for existing mid-market customers03:30–05:20 One site vs one thousand sites: what changes at scale05:20–07:30 Cost vs cyber vs downtime: what operators say they worry about vs what they really fear07:30–10:20 “Things will go wrong”: building trust, credibility, and mitigation plans10:20–12:40 Comms failures, site readiness, third parties, and why rollouts slip12:40–16:10 Post-go-live reality: stragglers, service cadence, and staying close to strategy16:10–18:20 Being unapologetically commercial (and why ROI matters for both sides)18:20–21:10 Connectivity as a utility + the real cost of downtime21:10–23:40 What operators should ask suppliers: “What will go wrong and how do we handle it?”23:40–26:20 Where mid-market operators should invest time when they don’t have a CTO26:20–28:40 Openreach realities: escalation paths, process, and why hospitality finds it alien28:40–29:50 How to reach Sky Business + meet the team at Tech on Toast’s February eventReach out to SKY at https://business.sky.com/s/medium-business

This week Chris is joined by Mitz Patel, Global Head of IT Projects at Soho House, and David Broom, CIO at Prezzo Italian, for a festive-but-real chat about the tech challenges and breakthroughs shaping hospitality right now.They dive into inherited systems, shaky connectivity, labour and inventory headaches, AI that’s finally useful, and why hospitality tech still relies on strong human relationships. All of that… plus Abbey Road, Christmas rotas, and Mitz’s legendary community Christmas in Twickenham. 🎅💻🌟 A quick word about “Always Open at Christmas”Before the episode begins, Chris introduces “Always Open at Christmas” – this year’s brand new hospitality charity single. Recorded at Abbey Road Studios in just 72 hours by volunteers from across our industry, it celebrates the people who keep hospitality warm, open and full of heart.💛 All proceeds go to Hospitality Action, supporting workers and families who need a lift this winter.🎵 Search “Always Open at Christmas – The Hospitality Choir” on Spotify, Apple or Amazon Music and give it a stream, save and share.In this episode 👇Why only 18% of operators would recommend their tech stackThe reality of inheriting legacy systems and trying to modernise without breaking everythingConnectivity battles: patchwork networks, microwave links, backups and the 1:30pm meltdownAI moving from hype to real operational gainsBig vendors vs smaller, more agile players — and why relationships still matter more than featuresChristmas in hospitality: on-call IT shifts, family traditions and community hubs 🎄Wishing you a brilliant Christmas from all of us at Tech on Toast – and remember:we are always open at Christmas. 💛

👋 What’s this episode about?Chris is joined by:Sasha (Product Marketing, Dojo)Chris (Côte Restaurant Group)Jack (Founder, Pizza Rover)to talk about what seamless tech really means when you are in the middle of a busy service – not on a slide deck.They cover how to cut friction for guests, keep systems reliable, use data and AI smartly, and still keep hospitality human.Friction and the “V” of guest anxietyGuests are most anxious when they arrive and when they want to pay 😬Waiting to sit, waiting to order, waiting to pay – still the big three problems.Côte’s “V” model shows where tech can smooth those pinch points without forcing one way to pay.Integrations vs “too many apps”Jack on the pain of stacking loads of niche tools that do not talk to each other.When tech sits between you and the guest, direct feedback can drop – so you need data to fill the gap 📊.Reliability > shiny featuresSasha explains Dojo’s “always on” mindset, multiple fail-safes and 4G backup.Downtime in payments, bookings or reservations during peak trading can cost a fortune – and trust.Data, loyalty and personalisationMass blast offers make guests feel spammed or even “ripped off”.The panel talk about moving towards thousands of micro customer types and more personal contact 💌.Where AI actually helps (today)Côte’s AI phone assistant “Joe” answers every call and recovers lost bookings 📞.Biggest gains for now: phones, CRM, training, compliance and back-office efficiency – not robots replacing people on the floor.Future wishes & Christmas pressuresJack wants AI and computer vision to take complexity out of the back office and compliance, not the warmth out of service.Chris dreams of tech that simply understands how each guest likes to dine.Sasha sees AI agents taking admin off managers so they can focus on people and culture 🎄.If you are an operator wrestling with clunky systems, choosing between “all-in-one” and “best in class”, or wondering where AI genuinely fits in your world, this live episode will give you real stories, not theory.Hit play, follow the show, and share it with a fellow operator who is currently at war with their tech stack 🔁💚🔑 Big themes👉 Why listen?

Workforce is still the biggest lever (and constraint) in hospitality. Labour costs keep rising, guest expectations keep rising, and “just work harder” isn’t a strategy.In this episode, Ben Dixon — Co-founder and CTO at Sona — breaks down why Sona is approaching workforce management differently: not as another scheduling tool, but as a way to scale great operator decision-making across every site.We get into forecasting and demand (and why outlier days matter more than averages), how to build trust with managers, what “nudging” looks like in real life, and where agentic AI is heading over the next 12–18 months — including the idea of an AI “chief of staff” for GMs.In this episode, we cover:Why “people” is the #1 limiter to growth for many operatorsThe “best GM in the worst site” thought experiment — and what it provesHow Sona encodes great decision-making across staffing, onboarding, and coachingForecasting done bottom-up: why each location behaves differentlyBuilding trust: showing the “why” behind forecasts and recommendationsWhy agentic AI is more than dashboards — it’s prioritisation and actionRealistic ROI: where savings can show up quickly (and what it depends on)Vibe coding vs SaaS: what vendors must prove going forwardScaling globally: labour compliance rules engines with AI + human validationGuest: Ben Dixon, Co-founder & CTO, SonaWebsite: getsona.comSubscribe for more conversations on hospitality technology, operators, and what actually works on the floor.#hospitality #restaurants #workforce #labour #operations #AI #forecasting #SaaS #management #hospitalitytech

This week on the Tech on Toast podcast I’m joined by Brett Robbins, CEO of Snapfix – the 📸 photo-first “brain at the centre of your building” that helps teams stay on top of maintenance, safety and day-to-day ops in one simple app.We chat about why simple software is secretly the hardest thing to build, how Snapfix grew from a seaside town in Ireland 🌊 to Dublin’s Docklands and beyond, and why taking a picture + scanning a QR code can 10x safety reporting on the floor.We also dive into AI, sustainability and the real world of broken kit – from £30k of dead plants 🪴 to cameras spotting spills before a guest slips, and bots quietly reading your invoices to tell you when it is finally time to replace that AC unit ❄️.🎧 In this episode you’ll hear:📲 What Snapfix actually does and why Brett calls it “the operational brain” in your building🧠 The “modern art” analogy – 10,000 hours of work behind a product that feels ridiculously simple🏨 Real stories from hotels, factories, care homes and more (including the £30k plant disaster…)🤖 Where AI really helps maintenance and facilities teams today (no robot butlers… yet)🌍 Why sustainability needs more than a sticker on the bathroom door – and how ops tech can help🇮🇪 Snapfix’s journey from rural Ireland to Dublin’s tech hub and into the UK & US💡 Episode sponsorThis episode is brought to you by Lightspeed – the POS and payments platform helping restaurants smash the festive rush 🎄, speed up tableside service and keep FOH and BOH perfectly in sync.🔗 Links🔧 Check out Snapfix: snapfix.com👋 Connect with Brett on LinkedIn – search “Brett Robbins Snapfix”🥪 More from Tech on Toast: techontoast.communityFrom Tech on Toast – helping hospitality operators make smarter tech decisions (and have a bit of fun along the way). 🎙️✨

In this episode, we explore how KATE Media’s dedicated on-table ordering and payment device is changing the way restaurants serve, sell, and scale. Host Chris Fletcher chats with Manuel Costin, Country Manager at KATE Media, about why a physical, brandable device outperforms QR codes — boosting guest control, staff efficiency, and average spend.💡 What you’ll learn📱 Why a physical device creates a smoother, faster ordering experience than QR codes👩‍🍳 How staff use lights and smart watches to stay in sync during service peaks💰 The measurable uplift in average order value and guest satisfaction🔗 How KATE integrates seamlessly with POS, payments, loyalty, and reporting🧁 Why brands like Heavenly Desserts and Elan Café are embracing the tech🎧 Listen now on Spotify: Tech on Toast Podcast — On-Table Ordering That Works🔗 Find KATE Media: katemedia.com | Connect with Manuel on LinkedIn✨ Powered by Lightspeed — helping restaurants deliver seamless service and unforgettable guest experiences.

This week, Chris is joined (again!) by Christian Mouysset, Co-founder of Tenzo, the “glue” that brings sales, labour, inventory, reviews and reservations into one real-time view. We talk actionable KPIs over vanity metrics, why speed of feedback beats perfect dashboards, and how “performance ops” helps GMs move the needle on today’s shift, not next quarter’s report.HighlightsFrom data overload to action: pick 3–5 KPIs and shine a light—things improve.Real-time or it’s too late: feedback after lunch beats a board pack next week.Shift-level impact: targets part-timers can act on within a three-hour window.AI done right: ML for forecasting, LLMs for summaries, automation for delivery—different tools, different jobs.Integrations that work: human relationships + solid APIs matter.Best-of-breed vs all-in-one: choose your four dimensions (geo, sub-vertical, toolset, segment) and make trade-offs on purpose.Hotels turning F&B inside-out: untapped revenue if ops and insight align.Key takeaways:Start with one KPI (e.g., spend per labour hour) and prove a win before adding more.Put mobile, real-time insight in the GM’s hand; avoid 15 logins and 28-page PDFs.Separate ML, LLMs and automation; don’t lump everything under “AI”.Build integrations at the right granularity (hour, site, revenue centre).Timestamps01:45 – Tenzo in one line: the “glue” for restaurant data04:50 – Data drowning vs focusing on what matters06:40 – “Shine a light and it gets better” (Hard Rock lesson)08:50 – Real-time targets teams can act on today12:30 – Why mobile matters for GMs (and part-timers)14:50 – AI: forecasting, summaries and automation—what’s what18:30 – Trust, accuracy and adoption20:45 – Integrations: people, APIs and the right granularity24:30 – Best-of-breed vs all-in-one (choose your sacrifices)26:55 – Industry pulse: cautious optimism and real ROI28:40 – Hotels & F&B: new momentum29:55 – How to reach ChristianGuestChristian Mouysset – Co-founder, TenzoWeb: gotenzo.comEmail: christian@gotenzo.comSponsorLightspeed — POS and payments built for busy service. Close the year strong.ConnectHost: Chris FletcherSubscribe, rate and share if this helped your operation.Got a stack worth talking about? Share your tech stack and help build a better-connected industry.

💡 Connectivity in hospitality is no longer optional — it’s as important as gas, water and electricity.Host Chris Fletcher chats with Andy Maynard (Head of IT services and Solutions Caffè Nero) and Joe Strudwick (Head of National Accounts, Sky Business) about why reliable networks now power everything from card payments to coffee machines — and how smart operators are treating connectivity like a true utility, not an afterthought.☕ How do you keep 600+ stores online?💸 What’s the hidden cost of downtime?🔐 And how do you build resilience that protects your brand, your teams and your guests?Powered by: Sky Business⏱️ Chapters00:00 – Why connectivity is as vital as gas, water & electricity ⚡01:24 – Meet Andy & Joe02:09 – Inside Caffè Nero’s global network05:08 – Every SaaS tool depends on uptime08:01 – When Wi-Fi drops, operations stop10:02 – Fibre, EPOS, IoT & SD-WAN explained12:58 – Creating one “gold-standard” store setup16:59 – Downtime = money on the floor 💷17:42 – Staff experience and tech frustration24:03 – Treating connectivity like a utility30:04 – 4G failover & real-time monitoring35:03 – The future: security, resilience & smarter sites43:56 – Wrap-up & next steps✨ Key Takeaways​⚙️ Connectivity is as essential as your utilities​🚀 Uptime = revenue, morale & guest loyalty​📶 Standardise, monitor & build in resilience​🕓 Match support to trading hours — not office hours​🔐 Cyber security is now a board-level topic🎙️ Guests​Andy Maynard – Head of IT services and solutions ​Joe Strudwick – Head of National Accounts, Sky Business👋 Host: Chris Fletcher🎛️ Production: Tech on Toast🤝 Series Partner: Sky Business

Chris chats with James Fahy, co-founder of JustTip, about building a tipping and tronc platform straight out of school, the UK’s evolving tipping legislation, and why faster, more transparent payouts matter for teams. James shares what he’s learnt as a first-time founder, how operators can save £5–6k per year through compliant tronc schemes with no NIC for businesses or staff (as discussed), and why partnerships now beat cold calls. We also touch on weekly “JustTip Tuesdays”, EU expansion, and practical AI use across support and outbound sales.Thanks to our friends at Lightspeed — the point-of-sale and payments platform helping restaurants run smoother during peak season.James Fahy — Co-founder, JustTipWeb: justtip.net / justtip.co.ukOrigin story: a coffee-shop moment that sparked JustTip at age 19What JustTip does (the “CAT” pitch): Compliance, Automation of payouts, and Tax savingsTronc clarity: paying tips correctly so no NIC for business or staff (as discussed)Weekly payouts and transparency for teams (“JustTip Tuesdays”)UK vs Ireland: legislation, grey areas, and why big brands move firstCost pressures: using tronc compliance to unlock savings and time backHoliday pay, agencies, and the realities of complex staffing modelsFrom cold calls to partnerships and integrations (scaling the lean way)EU growth and embedded tipping with merchant services partnersSane AI adoption: repeat-issue support bots and smarter outbound — without losing the human touchFounder lessons: impatience, resilience, and being the final line of defence as CEOTransparency + speed = trust. Weekly, predictable tip payouts boost morale and word-of-mouth.Compliance can save real money. Correct tronc flows can mean £5–6k annual savings for a typical site (as discussed).Legislation is tightening. UK requirements (e.g., paying collected tips into staff accounts within a month) are pushing operators to formalise tronc and record-keeping.Partnerships scale better. Integrations and ISO/VAR channels beat one-by-one selling once the product fits.AI helps with the boring bits. Use it for repeat support and structured outbound — keep people for nuanced, emotional interactions.Founder reality. Titles mean little; being there “when it goes wrong” is what wins and keeps customers.“They don’t care about the product — it’s, are you going to be there when it goes wrong?”“JustTip Tuesdays became a thing — like a mini payroll each week.”“If you push tips correctly through a tronc scheme, the business pays no NIC and the employee pays no NIC.”“I got one of the lowest grades in entrepreneurship — then learnt it all on the job.” Intro & sponsor James’s backstory and the coffee-shop spark What JustTip does (CAT: Compliance, Automation, Tax) UK/Ireland legislation & tronc reality Weekly payouts, team impact & transparency Cost savings, holiday pay & agency complexity Scaling: partnerships, integrations, embedded tipping Practical AI in support and sales Founder lessons & what’s nextJustTip — justtip.net / justtip.co.ukSlush (Helsinki) — tech conference referenced by JamesConnect with James Fahy via the JustTip website.If you’re an operator reviewing tipping and tronc, map your current flow and payout cadence — then compare the potential NIC and admin savings from a compliant scheme.Subscribe to Tech on Toast for more operator-first, tech-that-works conversations.Host: Chris FletcherGuest: James Fahy, Co-founder at JustTipProducer: Tech on ToastPowered By Lightspeed

This week, Chris sits down with Victor Lugger, co-founder of Big Mamma and Sunday, to unpack how “invisible tech” (think: pay-at-table that just works) can lift guest experience, speed up service, and actually reduce the tech clutter on the floor. From 31 trattorias across 8 countries to Sunday now processing $4.2bn and hitting ~90% adoption in London, Victor shares the operator’s lens on what matters: faster, simpler payments; more time for hospitality; and real-world KPIs that move the P&L.Why “less tech, better service” wins: replacing terminals with phone-based payment, not piling on more tools.Adoption that sticks: 70% in months → ~85–90% in the UK when teams offer the option properly.Guest experience uplift: table turns +12–16% at busy brands; reviews surge when the Google prompt sits right after payment.Tips up, teams happier: 2–4× tips (UK) and ~+12% (US) thanks to AI-powered tip prompts.Loyalty that finally works in full-service: ~52% of Sunday payers enrol vs 2–5% on terminals; earn/burn becomes seamless.Enterprise scale: POS-agnostic (24+ integrations), terminals + pay-at-table + hybrid ordering where it fits.The “guest app” vision: payment as the universal touchpoint to identify 70–100% of guests and trigger CRM/loyalty, not just bookings.00:00 Intro & sponsor: Lightspeed Restaurant01:05 Meet Victor: Big Mamma (affordable luxury) → Sunday (pay-at-table)07:20 Why paying is broken — and how Sunday made it 5-second simple12:10 Staff first: freeing servers for real hospitality, not card machines16:40 Adoption drivers: the team makes the metric21:15 Fine dining vs casual: why higher spenders adopt more25:30 Reviews & revenue: faster turns, Google love, real KPIs31:45 Loyalty that isn’t cringe: enrol, earn, burn without friction38:20 US scale, data-led operators, +12% tips44:05 AI in practice: smarter tip options; ordering patterns; service recovery51:10 UK market maturity: bookings, POS, checkout, CRM56:00 What’s next: Dubai & US for Big Mamma; Sunday’s guest-app flywheel59:30 Where to find Sunday & wrap-up“We’re not adding tech — we’re replacing old tech with something guests already have in their pocket.”“Give guests the option. If 82% choose phone, we’re doing something right.”“With Sunday, tips are 2–4× higher in the UK and about +12% in the US.”“On Sunday payments, ~52% of guests enrol to loyalty. On terminals it’s 2–5%.”“Dishoom Shoreditch went from ~10k reviews at 4.4 to ~38k at 4.8 in 18 months.”Victor Lugger — Co-founder, Big Mamma & SundayWebsite: sundayapp.com(Also live on the Tech on Toast Marketplace.)Lightspeed Restaurant — the point of sale and payments platform helping operators fly through the festive rush and beyond.Big Mamma: 31 sites, 8 countries; Dubai opening; US expansion.Sunday: pay-at-table, terminals, hybrid ordering; 24+ POS integrations; $4.2bn processed YTD.Operators: want the numbers behind adoption, tips and table turns? Take our Tech Check and we’ll map your stack and intros.Suppliers: interested in a case study or Shift Talk slot? Get in touch via Tech on Toast.What you’ll learnChapter markersPull quotesGuestSponsorLinks & mentionsCall to action

AI isn’t here to replace ops, it’s here to amplify it. Laure Joyeux (Expansion & Partnerships, Inpulse) and Italo Vendramini (Head of Operations, La Maritxu) share how AI-driven forecasting powers inventory and purchasing, cutting order-building time, lifting availability, and reducing waste. We cover trust on the shop floor, onboarding and support, supplier integrations (incl. EDI/email), and what changes as you scale from one site to many.Presented by Lightspeed Restaurant.GuestsLaure Joyeux — InpulseItalo Vendramini — La Maritxu (Basque cheesecake bakery, London)Key takeaways• ~90%+ production accuracy trending to ~95% as models learn• Pre-filled orders save ~50% time; managers keep final say• Better availability, less spoilage, clearer supplier comms• Two years’ sales history = day-one accuracy; new sites settle in ~2–3 monthsChapters00:00 Intro & sponsor02:00 Meet Laure & Italo06:30 What Inpulse does12:00 Trusting AI on site18:30 Purchasing & suppliers25:00 Onboarding & support31:00 Scaling to multi-site36:00 Final takeawaysPowered by Lightspeed

This week, Chris sits down with Frederick Szydlowski, Co-founder of Embargo, to unpack how an all-in-one, best-in-class approach to loyalty, ordering and CRM can actually move the P&L—without burying teams in complexity.Freddy’s story runs from professional basketball in Poland to JOE & THE JUICE on King’s Road, to building one of the UK’s highest-rated food & drink apps (4.9★). We dig into why hospitality still loves loyalty but hates complexity, why first-party data beats data scrapbooks, and how Embargo’s product philosophy (own the journey end-to-end) drives adoption, repeat visits and higher direct sales, operators are reporting ~60% higher delivery volume via their own channels versus marketplaces.We also cover Embargo’s expanding toolkit (web & table ordering, kiosks, payments), rapid onboarding (often live in 5–10 minutes per channel), and how their new AI models turn weather, behaviour and lookalike patterns into recommended campaigns you can run in minutes, not months.Brought to you by Lightspeed. This festive season, let your tech do the heavy lifting. Close the year strong with Lightspeed Restaurant.

In this episode of the Tech on Toast Podcast, host Chris Fletcher sits down with David Dillon, Founder and CEO of UROCKED, the digital tipping platform making gratuities transparent, compliant, and fair for everyone in hospitality.Born from a real operator problem, watching his mum spend hours calculating tips by hand, David built UROCKED to make life easier for hospitality teams and ensure every pound of gratuity reaches the people who earned it.A year on from the UK Tipping Act, Chris and David unpack what’s changed (and what hasn’t), how technology is helping to close the trust gap, and why transparency is now essential to both compliance and culture.They cover:💡 The origins of UROCKED and how it simplifies tipping for operators and staff⚖️ One year on from the Tipping Act – has it worked?📱 Why digital tipping boosts transparency, retention, and guest trust💷 What customers still misunderstand about service charges📊 UROCKED’s latest research, 65% of staff rely on tips as part of their income🤝 How tech can balance fairness, compliance, and business sustainabilityFrom “tipping land” to the future of cashless gratitude, this is a refreshingly honest look at how digital innovation can make hospitality fairer, and how small changes can make a big difference to people’s lives.🎧 Listen now and find out why UROCKED is redefining what it means to earn your tips.🔗 Learn more at urocked.com💚 Explore hospitality tech at techontoast.community📍 Follow Tech on Toast on LinkedIn and Instagram for more industry conversationsPowered by Lightspeed

In this episode of the Tech on Toast Podcast, Chris Fletcher sits down with Joel Robinson, founder of Openr – a data orchestration platform transforming how enterprise hospitality brands manage their tech stacks.Joel shares his journey from Sainsbury’s digital transformation team to leading digital strategy at Azzurri Group, before building Openr to solve one of hospitality’s biggest headaches: fragmented data and disconnected systems.💡 What you’ll learn in this episode:Why mid-market operators (20–30+ sites) need dedicated digital leadership earlier than ever.How Openr creates a single source of truth for product, pricing, and menu data across POS, delivery, websites, kiosks, and more.The three big wins for operators: efficiency, agility, and accuracy.How Stonegate Group went from updating prices just 3–4 times a year to hundreds of changes with confidence.Why Joel prefers “agile pricing” over “dynamic pricing” in hospitality.How AI is helping automate event menus and unlock new revenue streams.The future vision for Openr: optimising profitability across sales, volume, and margin.🎶 Bonus: Joel reveals his surprising past as a classical singer, with appearances at Carols from King’s and even on stage with Dizzee Rascal!Chapters:00:00 – Intro & Lightspeed sponsor02:00 – Meet Joel Robinson, Founder of Openr06:30 – Lessons from Sainsbury’s digital transformation13:40 – Moving into hospitality tech at Azzurri Group19:25 – Why mid-market brands need digital leaders sooner24:50 – The birth of Openr: solving fragmented data32:15 – Efficiency, agility & accuracy – Openr’s three key outcomes39:10 – Stonegate case study: price changes at scale47:30 – Agile pricing vs. dynamic pricing53:50 – Integrations & sweating your tech stack1:02:00 – Practical AI use cases in menu management1:11:20 – ROI stories & customer success1:18:40 – Openr’s future vision1:23:00 – Joel’s unexpected singing career 🎤1:28:00 – Where to find Joel & OpenrLinks & Resources:🌐 Openr: https://www.weareopener.com🔗 Connect with Joel Robinson on LinkedIn: Joel Robinson

In this episode of the Tech on Toast Podcast, Chris Fletcher sits down with Sean Trevaskis, co-founder of Growdash, to explore how restaurants can turn delivery data into powerful marketing strategies.Sean shares his journey from working at Talabat and Deliveroo to launching Growdash, a restaurant growth platform that integrates with aggregators like Deliveroo, Uber Eats, and Just Eat. Together, they discuss:Why restaurants often struggle with overwhelming delivery dataHow Growdash helps operators measure incrementality vs. cannibalisationThe role of AI agent Aisha in becoming “the analyst in your pocket”Key marketing metrics every operator should trackDifferences between the Middle East and UK restaurant marketsThe future of AI in restaurant marketingIf you’re a marketer or operator navigating the complexities of delivery platforms, this episode is packed with insights to help you optimise campaigns, grow sales, and take control of your data.👉 Learn more about Growdash at mygrowdash.com

🍽️ The Return to Experience-Led Dining — Live from Caravan FitzroviaPowered by Shift4 & LunchboxThis week on the Tech on Toast Podcast, we’re bringing you something special — a live panel recording from our recent event at Caravan Fitzrovia, all about the return to experience-led dining in 2025.Big shout out to Adam at Captive Wifi for the content!Guest host Phil Street (Caterer.com) is joined by an incredible line-up of industry leaders:✨ Tom James – Managing Director, Bill’s Restaurants✨ Harry Ridley – Director of Innovation, Levy UK & Ireland✨ James Walker – CEO, Lunchbox✨ Sean Weeraratna Group Operations Director, Gaucho & M RestaurantsAcross stadiums, casual dining, fine dining, and tech platforms, our panel dives into:💡 Balancing speed & storytelling – keeping service efficient without losing personality🤖 Tech as an enabler – removing friction, not the human touch🎯 “Moments of magic” – how to wow guests without blowing the budget🛠️ Test, learn, kill – knowing when to double down or ditch the tech🤝 Partnership power – why creative collaborations matter🕰️ Experience redefined – how guest expectations shift by time of day and occasionFrom personalised service and guest data, to AI crowd management and handwritten cards in deliveries, this episode is packed with practical tips, creative ideas, and honest insights from operators who are living it every day.🎧 Tune in for real-world stories, fresh inspiration, and a few laughs along the way.Powerer by Lightspeed